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CVS Health · 7 hours ago

Supervisor, Customer Service - Louisiana Medicaid

Kenner, LA

Full-time

Onsite

Entry, Mid Level

$44K/yr - $76K/yr

2+ years exp

CVS Health is a leading health solutions company dedicated to transforming health care. The Customer Service Supervisor will provide leadership and guidance to the Customer Care Staff, focusing on coaching, development, and managing team performance in a transaction-based environment.

Health CareMedicalPharmaceuticalRetailSales

Responsibilities

Day to Day Operations: Daily tasks such as monitoring team attendance, reviewing and pulling team statistics. This also includes hiring and managing performance of new hires as well as the current team. Other examples include compiling monthly, semi-annual, and yearly performance reviews for employees to discuss performance and manage to those performance outliers. Providing consistent feedback through delivery of positive feedback using the employee recognition portal as well as addressing performance concerns via corrective action

Coaching and Development of Team: Providing feedback to the team in an effort to foster growth and development. This goal is achieved by call reviews to ensure quality assurance, side by side coaching, coaching sessions, 1 on 1 meetings, shadowing opportunities, stretch roles, and other opportunities as available by location. Supervisor will work with team individuals to identify strengths and opportunities and work through those using SMART Goals and Action plans in an effort to identify opportunities available for representatives and help them achieve their goals. Thoughts surrounding succession planning for the team and representative should be on the forefront

Cross Team Collaboration: Working with other teams such as Resource Planning, Leave of Absence, and Time and Attendance amongst others to ensure outcomes of required reporting and goals are being completed in a timely fashion

Assume Additional Responsibilities: Working on special projects as assigned by leaders such as interim or stretch roles for personal growth opportunities, collaboration and support during Welcome Season, and providing support to other departments as needed

Qualification

Customer ServiceCoachingPeople SkillsMedical TerminologyProblem SolvingAnalytical SkillsOrganizational SkillsCommunication SkillsAttention to Detail

Required

Customer Service experience in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate

Experience in a production environment

2+ years work experience in a similar position

Strong people skills

High School Diploma, G.E.D. Or Equivalent Experience

Preferred

Ability to multi-task to accomplish workload efficiently

Understanding of medical terminology

Strong Oral and written communication skills

Ability to maintain accuracy and production standards

Problem solving skills

Attention to detail and accuracy

Analytical skills

Outstanding organizational skills

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.